IT Support Specialist

About the role

This is an in-office position based at FirstBank’s Downtown Nashville headquarters on Broadway. The Associate will provide top-quality IT support to all employees across the organization, including incident response, hardware and software coordination, application administration, and telecommunications support.

Responsibilities

• Provide responsive, timely support for end-user questions and requests via phone, email, and Teams.
• Resolve incidents, document them in the Service Desk Tool, and ensure follow-through if escalated.
• Set and communicate resolution timelines and status updates to end-users.
• Collaborate with IT staff to manage workload, prioritize issues, and meet deadlines.
• Support standard applications, including Microsoft Windows, Office 365, core banking software, encryption, spam filtering, and VPN.
• Escalate and resolve complex problems with specialized applications.
• Adhere to established security procedures and assist in maintaining IT documentation and knowledge base.
• Deliver exceptional customer service to all associates and partners.
• Perform basic administration of Microsoft Active Directory and Windows environments.
• Handle additional projects and duties as assigned.

Requirements

• Minimum Associate Degree in IT or equivalent work experience.
• Intermediate to advanced skills in remote hardware troubleshooting and repair.
• Strong background in remote support, Microsoft, or Office 365 technologies.
• Self-sufficiency and ability to work effectively in a banking environment.

Qualifications

Preferred certifications include ITIL Foundations, A+, MCSA/MCSE, or CCT/CCNA.